Team-based
Teamwork and support are critical for individual
development and departmental improvements towards
service excellence. The CSI is designed for five
or six intact departmental teams to work and learn
from one another. Each team is comprised of between
four and seven participants. The CSI team will be
most effective when the participants work closely
together at the office.
Eight Sessions/Twelve Topic
Areas
The Customer Service Institute relies upon intensive
and comprehensive instruction to facilitate learning
for participants and customer service enhancements
for departments. There are eight sessions in the
program spread out over five months. This includes
six training sessions, a kick-off luncheon, and
graduation. Participants, sponsors, and guests
are all invited to the graduation ceremony at
the end of the program. Graduating participants
receive a Certificate of Completion; participants
who miss a substantial number of classes may graduate
with a Certificate of Participation.
Participants are expected to attend all sessions,
but in cases of emergencies or prearranged days
off, no more than two sessions can be missed without
adversely impacting their graduation status. Participants
who miss a substantial number of classes receive
a Certificate of Participation.
Comprehensive Curriculum
The Customer Service Institute curriculum exemplifies
the most critical areas of customer service. The
CSI curriculum includes instruction and materials
for twelve topics designed to greatly improve
service excellence. These topics include:
- Standards of Excellence
- Mission, Vision, Values
- Effective Communication
- Professionalism for Success
- Points of Service & Site Visits
- Hearing from Customers
- Handling the Difficult Customer
- Value Chain
- Workflow Analysis
- Teambuilding
- Customer Service in a Multicultural Environment
- Turning Strategies into Results
The curriculum is built upon three pillars of customer
service:
- People
Professional people are critical
to providing quality service
- Process
Efficient processes and systems
must be in place that support the functioning
of a department
- Culture
A culture focusing on the
customers and their needs must be:
- Supported by management
- Embodied by all employees
- Recognized by customers
Expert Consultants
Expert consultants in the field of customer service
have been carefully chosen to present specific topics.
Our consultants have many years of experience and
a great wealth of knowledge to pass along to all
participants.
Professional Materials
Professional materials for each session are provided,
along with supplemental information, including:
articles, books reviews, and other learning opportunities.
Participants are given materials at each session
that they can store in their CSI binder. Participants
are also required to complete assigned homework
before each session.
Feedback
Feedback is essential to improve professionally.
Participants are given feedback from their sponsor,
their team members, the Master Teacher, and him/herself
with a self-assessment.
Contact Us Today!
To get more information about the Customer Service
Institute, or to find out how you/your department
can become a participant in the next CSI, contact
the Organizational Development & Learning Center
at (203) 432-5660.
